The Scale Factory

AWS Developer Support

We’ll provide ongoing support to your developers and product teams as they become more familiar with the AWS cloud. Our team will be available to field questions about AWS products, coach your colleagues through using them. You’ll have access to the Scale Factory Academy series of training workshops.

Features

  • A Slack channel shared with our team of experts
  • Monthly off-site workshops on AWS fundamentals and services
  • A monthly on-site visit from a certified solutions architect
  • Access to weekly surgery hours

Benefits

  • Support your product teams as they learn to use AWS
  • No need to hire and retain high-end AWS talent yourselves

Pricing

£250 to £400 per user per month

Service documents

G-Cloud 11

773710993002999

The Scale Factory

Jemma Bolland

020 3095 7609

jemma@scalefactory.com

Planning

Planning
Planning service Yes
How the planning service works As part of our “AWS Infrastructure Design for migration or new workloads” offering, we’ll review the needs of your users, and the business outcome you’re looking to achieve, along with your security, cost, and performance constraints. From there we’ll work with your application developers to create a plan for your cloud deployment.
Planning service works with specific services Yes
Hosting or software services the planning service works with Amazon Web Services (AWS)

Training

Training
Training service provided Yes
How the training service works We provide training on AWS fundamentals for developers and operations teams, as well as hands-on training workshops teaching real use cases for specific AWS services. Each workshop has a very specific scope, but these can be combined together to build a bespoke learning path. Our course materials are available for training recipients to take away, and depending on attendee numbers, workshops can run either at our London offices, or on your premises.
Training is tied to specific services Yes
Services the training service works with Amazon Web Services (AWS)

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works We’ll review your existing applications and services, looking at the needs of your users, and the business outcome you’re looking to achieve. We’ll make sure we understand your security, cost, and performance constraints. From there we’ll work with your application developers to create a plan to migrate your applications to AWS. We’ll often look to simplify and improve services during a migration, and highlight areas where your developers can make application changes to support these goals.
Setup or migration service is for specific cloud services Yes
List of supported services Amazon Web Services (AWS)

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service No

Security testing

Security testing
Security services Yes
Security services type
  • Security design
  • Security audit services

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported Buyer hosting or software
How the support service works Through our AWS Incident Support offering, we provide a 24x7 helpdesk for your teams to raise incidents with us for immediate attention. Our team of experienced AWS solutions architects will guide your team through troubleshooting and resolving your problem.
Through our AWS Developer Support offering, we provide your team with access to a shared Slack chat channel where they have access to our AWS experts throughout the working day. We also provide surgery hours where your team can book time (in person, or on a video call) with our experts.

Service scope

Service scope
Service constraints To get the most benefit out of our Developer Support service, your team will need access to a paid-for Slack workspace, and the ability to share a channel from that to The Scale Factory's Slack workspace.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times For P1 incidents, we guarantee a 1hr response time at all times.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.1 A
Web chat accessibility testing We provide our webchat services using Slack, a popular third-party communication platform. Slack's accessibility policy is available on their website.
Support levels We provide two levels of support: Developer Support and Incident Support. Developer Support is accessible during office hours and enables development teams to get help and advice on how to build their solution on the AWS cloud. Incident Support is available 24 hours a day, for teams to get help resolving a service-affecting incident. We provide a technical account manager at all levels of support. Support is billed relative to the number of developers we are supporting.

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Pricing

Pricing
Price £250 to £400 per user per month
Discount for educational organisations No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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